Consumer Relations Specialist

Sony Electronics Inc. is looking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion.  In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly “Free Fridays”, and early shutdowns on Fridays throughout the year (including half-days during the summer).

Join us on our mission to fill the world with emotion through the power of creativity and technology.

A Consumer Relations Specialist serves as the critical link between Sony’s most passionate customers and our internal teams. In this role, you will move beyond standard troubleshooting to handle high-stakes "firefighting" and sensitive escalations. You will act as problem solver to resolve complex disputes, while simultaneously monitoring our community forums and store reviews to capture the "Voice of the Customer" and advocate improvements.

Responsibilities

• Executive & Critical Escalations: Help resolve high-severity complaints; assist with de-escalating emotionally charged situations to protect our brand reputation.

  • Serve as the single point of contact for the customer and internal stakeholders throughout the entire resolution process.

  • Effectively de-escalate customer concerns and work toward timely, satisfactory resolutions.

  • Issue refunds, hardware replacements, and other goodwill gestures up to a defined financial threshold based on escalation policy guidelines.

• Consumer Advocacy Activity: Responding to and coordinating customer advocacy tasks as assigned.

  • Oversee execution of activities related to Canadian Legal Warranty and OPC claims process for SNA’s Canadian Service business

• Voice of the Customer Escalation:

  • Manage and respond to inbound emails from dissatisfied customers originating from social media channels. Provide high-touch support to de-escalate concerns and work toward a positive resolution.

  • Proactively monitor and report on customer sentiment across public channels, including Sony’s Community Discussion Boards, Retailer Reviews, and App Store Reviews. You will identify emerging trends (e.g., a specific firmware bug) before they become widespread issues.

  • Share qualitative data from your casework and community findings with internal stakeholders.

  • Assist in data collection from Community, Dealer Reviews and other consumer touchpoints.

• Use insights from customer issues to suggest new or updated articles for a customer-facing help center or internal knowledge base.

• Providing Service data in response to requests from internal stakeholders for high-visibility public complaints.

Minimum Requirements

• 3+ years of experience in escalated support, consumer relations, or community management, preferably within the consumer electronics or hardware industry.

• High School Diploma required, Bachelor’s Degree preferred

• Exceptional written communication skills are essential. You must be able to adapt your tone from empathetic and apologetic (for frustrated customers) to precise and clear for executive communications.

• Demonstrated ability to remain calm and professional under pressure. You view a disgruntled customer not as a nuisance, but as an opportunity to turn a relationship around.

• Familiarity with consumer electronics troubleshooting lifecycles (firmware updates, hardware returns, warranty logic) and the ability to explain complex technical concepts in simple terms.

• Experience with helpdesk software (Salesforce Service Cloud), Microsoft Office suite, generative AI tools.

Honesty, integrity, and ethical conduct are material requirements for the responsibilities outlined above.

Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

Individuals residing, or applying to work, in California or Philadelphia. The Company will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here, and Philadelphia applicants here.

Disability Accommodation for Applicants to Sony Electronics Inc. and Sony of Canada ULC

Sony Electronics Inc. and Sony of Canada ULC. provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at talenthelp@am.sony.com, or you can mail your resume to: Sony Electronics, Human Resources Department, 16535 Via Esprillo, San Diego CA 92127. Please indicate the position you are applying for.

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